Fonolo
AUGUST 3, 2021
Here are some examples of how raw data can inform reporting: Hold time is an analytic that informs reporting on abandonment rates and service level. Number of calls is an analytic that informs reporting on agent occupancy rate. Abandonment rate. A higher rate means less idle time.
JustCall
MARCH 6, 2023
For example, the metrics in a call center handling high-value B2B enquiries will be different from the call center for an FMCG organisation. Some of them are: Call arrival rate, for frequency of inbound calls. Call abandonment rate, which shows how many customers hang up before speaking with an agent.
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Fonolo
OCTOBER 25, 2022
If you don’t have enough agents working, your call center won’t have the resources to deal with high call volumes and caller demand. Abandonment rate. Agent satisfaction and attrition. Keep in mind that some of these factors will be outside of management’s control — here are a few examples: Sick days and personal days.
Playvox
OCTOBER 19, 2021
Being short-staffed causes gaps in the schedule and results in a situation where there are simply not enough agents to handle volume. Increased abandon rates. So, staffing shortages don’t just increase abandons, they also increase volume, which can back up queues even more. Increased agent burnout.
Playvox
JULY 31, 2023
Related Content: Focus on Agent Retention in Tight Times Flexibility And Availability Most employees today are looking for flexibility and availability to help meet their busy and complex lifestyle schedules — they want to be able to take control of their work patterns. Agents cannot perform with inadequate shift coverage.
Playvox
APRIL 6, 2023
If too many people are scheduled, you’ll see downtime between interactions, lower occupancy rates, and lower employee productivity for the agents. If not enough people are scheduled, you will often see agent burnout due to minimal breaks between interactions, a higher-than-ideal occupancy rate, and higher overtime costs.
Xaqt
FEBRUARY 26, 2020
For example, if your call center handles reservations, appointment scheduling, logistics related questions, or FAQ type calls then Xaqt's Conversational and Cognitive IVR can have material cost savings to your organization immediately.
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